Handling Complaints Pocketbook: 2nd Edition

Handling Complaints Pocketbook: 2nd Edition

ISBN 9781906610562

19.95 19.95 AUD


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The Handling Complaints Pocketbook looks at why and how people complain and the key types of complaint: aggressive, passive, constructive and professional.

The author explains that all businesses should welcome complaints because they provide direct feedback and an immediate opportunity to improve the service to customers.

Sections cover a strategy for handling complaints and the use of transactional analysis in understanding complaint behaviour. The final segment looks at ways to turn complaints into compliments and create loyal customers.